Stop me if you’ve heard this one: What a world we live in.
Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really. Recent, domain-shifting global crises and changes in our behavior as a people have demanded some navel-gazing.
What I noticed with this increased scrutiny was dizzying: Contemporary humanity is grizzled, tenuously held together. We are infighting at maximum volume. Violence persists. Epidemics once thought dead have effortlessly risen from the grave. The concept of acceptance has been gradually eclipsed by intolerance. “Social media” has ironically mutated into the most anti-social of spaces: Once lauded as a magical tool of globalism and the sharing of ideas, it has bred bullying and divisiveness, and has seen humanity fire out sharp-tongued words so devastating and massive in volume that it can no longer be measured, or contained.
Whether we’re talking about relationships, leisure, or work, gender differences play a significant role in the way we interact with the spaces and places around us. It is, after all, a marker of identity that helps us make sense of ourselves, and the world. The way we engage with or provide customer service is no exception to that.
As part of keeping up with the industry, we follow publicly-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector. Given that this is just a blog post, consider it a casual review, focusing just on companies with recent interesting news.
If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate.
*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know.
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
Google made a major announcement at their “Cloud Next” event with the launch of 
The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts.
Is your immediate response, yes? Well, think again. Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Most businesses will claim that meeting customer expectations through a profound experience is a top priority. But achieving this is no small task.
